Try this: Google “Comcast technician.” Now try just “Comcast.” (Quotes are not necessary.)
Now, I can’t guarantee anything, but chances are that on the first
results page for both searches, you came across the viral video of a Comcast technician that fell asleep during a customer house call. (Hat tip, Mark Hornung)
Needless to say, this is not a great thing for Comcast. Imagine a
potential client, doing research on your company, searching Google, and
finding (arguably) the worst customer service video ever. What if you didn’t even know it existed?
This is the world of Web 2.0. You may not be able to control your
message as much as you used to, but you can have a handle on it. And
by understanding what others are saying, joining the conversation, and
actively participating in social media, you can push the most relevant
content to the top of Google. Or at least get a word in edgewise.
This four-part blog series will introduce you to reputation management
in a Web 2.0 world.
Stay tuned for a series of posts on Managing Your Online Reputation:
Part 2 - Are you listening?
Part 3 - Join the conversation
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